November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. At this time, our
system is up and running and cardholders have access to their funds and account
information. We are proactively reaching out to our customers who were impacted
by the outage and confirming that their cards are working properly. On October 19, 2015, RushCard debited $261.72
from [redacted] account to recoup the initial credit issued in advance of the
direct deposit posted on 10/16/2015. RushCard issued two supplementary courtesy
credits of $261.72 per credit, to recompense [redacted] for the unusual
account fluctuations and inconvenience caused by the service interruption.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
April 26, 2016VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on March 7, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that she filed an unauthorized transaction dispute for multiple transactions that was denied. [redacted] also stated that she sent in a rebuttal letter and requesting to receive his funds. On March 23, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions made on her account. On March 31, 2016, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted]. On April 5, 2016, [redacted] unauthorized transaction dispute was denied due to no error occurred. [redacted] was advised of the rebuttal letter process to reopen the dispute. On March 7, 2016, [redacted] faxed her rebuttal letter to the disputes department. On April 14, 2016, [redacted] rebuttal letter was denied due to no additional info was provided to overturn the previous decision. We have attached the rebuttal denial as [redacted] states she did not receive the original one that was physically mailed. We encourage [redacted] to work with the merchants directly to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested.We appreciate [redacted] feedback. Our goal is to provide financial convenience and security supported by reliable customer service. Regards, Corporate Customer Service
July 2, 2015 VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re:Case # [redacted]Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] Hunter, on July 2, 2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. Brittanica Hunter’s complaint states that she has not received her funds from an error allegation dispute she filed on June 5, 2015 in the amount of $175.00. On June 5, 2015 [redacted] filed an error allegation dispute regarding a $175.00 charge on her account. On June 29, 2015, the RushCard dispute team received a signed error allegation dispute form from [redacted] Hunter. The dispute process can take up to 45 days to investigate the claim and as of now there are no updates regarding the outcome of the dispute. A Corporate Customer Service Specialist contacted [redacted] and advised her of the status of the investigation. Once the claim is final, [redacted] will receive a letter in the mail regarding the outcome of the dispute. We appreciate [redacted] feedback and understand the inconvenience disputes can cause. We are dedicated to our customer’s security and will provide notification when available. Tyree T.Corporate Customer Service
I,m not sure what you want from me. I want my money back that taken from me while I was at work in [redacted],**. Rushcad has refused to give it back. They can't tell mewho took my money or refuse to haven't sent me anything but a letter saying they find no error in the...
December 11, 2017VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] Complaint Date December 4, 2017 To Whom It May Concern:This letter is in response to the consumer complaint referenced...
above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.[redacted] complaint states that her card was deactivated, and her funds were blocked. [redacted] also states she wanted a replacement card due to her current card expiring. [redacted] would like her card expedited and a review of her complaint. On December 4, 2017 RushCard records indicate that [redacted] contacted customer service and requested a replacement card due to her card being expired. Our records further indicate that [redacted] replacement card was issued as lost. This resulted in [redacted] not having access to her funds until the replacement card is received. On December 6, 2017 a replacement card was processed for [redacted] and was expedited free of charge. On December 11, 2017 a RushCard Resolution Specialist attempted to call [redacted] to advise of the following information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The amount of $340.00 was deducted from my account. Once I transferred the money over from my "Rush Goals" goals account it was then added to my balance. I have the print of the transfer and the amount that was to be in my account once I transferred the $340.00. I would be more then happy to send it to whomever might need it for proof so that I am able to get my money back. When I called and spoke to a representative, who looked into my account, he stated the money would be released back into my account the next day by 6:30am. I then called once it was not in there and tried to speak with other representatives who could not help me or log into my account because of the "system upgrade," and now the transaction is no longer in my account activity online, but again I do have a print out of it. So again I do not accept this response until something is done.
Regards,
[redacted]
June 8, 2015 VIA ONLINE
SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio...
45202 Re: Complaint # [redacted] Consumer:
[redacted] To Whom It May Concern: This letter is in response to the attached complaint,
Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] on May 29, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard held a funds from a
canceled transaction for nine days. [redacted] stated that she was
advised by the merchant that the hold will be released sooner than the
expiration date of May 30, 2015. On May 20, 2015 [redacted] RushCard received an
authorization hold for [redacted] in the amount of $256.18. On May
21, 2015 RushCard Customer Service received a call from [redacted] stating
that she canceled the transaction. [redacted] was instructed by RushCard Customer
Service that a letter from the merchant will need to be submitted in order to
release the hold before the expiration date of May 30, 2015. A letter from the
merchant was never submitted to RushCard in order to release the hold.
Additionally, on May 30, 2015 received her refund in the amount of $256.18. We appreciate [redacted]
feedback and sincerely
apologize for the inconvenience this matter has caused. [redacted]
Corporate Customer Service
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 28, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
In [redacted] complaint, she states she received her tax return in January, on March 2nd there were three unauthorized transactions in the amount of $ 2,467.00. she sates she called RushCard to report, and was told she will get provisional credit by March 30th; then two days later her dispute was denied and her account is closed. RushCard records indicate on March 02 , 2017, [redacted] contacted RushCard to file an unauthorized dispute on three PIN-based transactions totaling $2,467.38. On March 15, 2017, [redacted] claim was denied based on information she provided when she submitted her dispute from. Specifically, the disputes team that conducted the investigation relied on the fact that her card was in her possession at the time of the transactions, her PIN was memorized and not shared with anybody, and there were no PIN changes or failed PIN attempts when the card was used. Based on the above, the Disputes Team concluded that the transactions were, in fact, authorized.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
My employer has tried to remedy this negative balance and has had little help or direction on the Rushcard side to do so. I sent the following information via email to [email protected] since they didn't seem to get why my employer was not able to send them payment for my negative balance (see attached)I tried to reach out to Rushcard again to see if they could conference call my employer and talk to them about this directly as there seems to be a miscommunication between these two parties. We are now in holiday season so I fear this cannot get resolved until a rep from Rushcard speaks to my employers accounting team and gives them direction on a one time deposit
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 16, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on March 1, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint states that she was charged for a monthly fee on her RushCard account. [redacted] also stated that she should be refunded $5.95. Per the previous response, After the Free Fee Holiday ending on February 29, 2016, [redacted] RushCard account was charged $0.62 for a partial monthly fee. [redacted] contacted RushCard Customer Service and was advised the fees are working effectively but as a courtesy the partial monthly fee was credited back to [redacted] RushCard account. On March 1, 2016, [redacted] requested to close her RushCard account. On March 7, 2016, A RushCard Customer Service Specialist attempted to contact [redacted] to advise a $5.95 fee was not deducted from her account but as a courtesy we have issued a $5.95 credit via bill payment to the address on the account. Attached to the complaint response is a screenshot of fees that were charged to [redacted] account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
[redacted], and have determined that this does not resolve my complaint. 1. I did not make a ATM withdrawal of $825.00 on 8/31/2016 at [redacted] Savings Bank (if I did I would like to see ATM withdrawal code and fees they charged me for that date)
2. I have been in constant contact with [redacted] Savings Bank (Phyliss T. and she had repeatedly said they only dispense $20 incriminates at there ATM.3. How can I take $825 out of my account when I only had $5.66 in my account when they allowed the 2nd transaction to go through?(Impossible through a ATM transaction)4.Rushcard cancelled my card without any notification with $566.75 on December 19,2016. Did not receive my check from Rushcatd for $566.75 until after Christmas. 5. Rushcard owes me a total of $1475, this has caused me a big amount of financial difficulties.
Regards,
[redacted]
June 7, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint...
number: Revdex.com [redacted] Complaint date: June 3, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard stopped payment on check for funds sent from her son’s (Melvin Davis) RushCard account. [redacted] also stated that she sent in all the documents requested and she would just like access to the funds. On January 19, 2016, a letter was received requesting that power of attorney be given to ([redacted]). On February 26, 2016 a check was sent inadvertently, and a stop payment was placed on the check on February 29, 2016. On April 27, 2016, all the required documents were received. The documents were reviewed on June 7, 2016, and a check was reissued to the address on file. Please allow 5-7 business days for receipt of the check. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:Thank you for expediting the resolve in this situation. I am confident that without your assistance, my money would still be in the hands of UniRush, as it has been for almost the past 4 weeks.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, this experience has demonstrated the lack of professionalism on behalf of this company. I will not continue to use their services. They have cost me a tremendous amount of wasted time and money in trying to resolve this issue. I do not recommend this company or support their practices.
Regards,
[redacted] [redacted]
Tell us why here...November 12, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per response, RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these proble[redacted] At this time, our system is up and running
and [redacted] has access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.On
October 25, 2015, [redacted] filed an unauthorized transaction dispute regarding
a $300.01 charge on her RushCard account. On October 26, 2015, the RushCard dispute team
received a signed unauthorized transaction dispute form from [redacted]. Per RushCard Cardholder Agreement, the
dispute process can take up to 45 to 90 days to investigate. On November 4, 2015 the unauthorized transaction
dispute was found in [redacted] favor and a final letter was sent out regarding
the outcome of the investigation.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 3, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 29, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. [redacted]
[redacted] complaint contends that she was unable to get in contact with RushCard
customer service. [redacted] also would like to be refunded for a $245.80
transaction that was made on her RushCard account. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. We increased the number of incoming trunk lines to
the maximum supported by the telecom equipment, but still experienced longer
than usual wait times and some callers were unable to get through. On October
10, 2015, a transaction for $245.80 from [redacted] was processed on [redacted] RushCard account. On October 12, 2015, the transaction settled on
the account. [redacted] will need to contact the merchant to receive a
refund. If [redacted] is unable to resolve the issue with the merchant, she
can file a dispute regarding the transaction.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 13, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 29, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. At this time, our
system is up and running and cardholders have access to their funds and account
information. We are proactively reaching out to our customers who were impacted
by the outage and confirming that their cards are working properly. On October 19, 2015, RushCard debited $261.72
from [redacted] account to recoup the initial credit issued in advance of the
direct deposit posted on 10/16/2015. RushCard issued two supplementary courtesy
credits of $261.72 per credit, to recompense [redacted] for the unusual
account fluctuations and inconvenience caused by the service interruption.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
April 26, 2016VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202Re: Case # [redacted] Consumer: [redacted] To Whom It May Concern:This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on March 7, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint contends that she filed an unauthorized transaction dispute for multiple transactions that was denied. [redacted] also stated that she sent in a rebuttal letter and requesting to receive his funds. On March 23, 2016, [redacted] filed an unauthorized transaction dispute regarding multiple transactions made on her account. On March 31, 2016, the RushCard dispute team received a signed unauthorized transaction dispute form from [redacted]. On April 5, 2016, [redacted] unauthorized transaction dispute was denied due to no error occurred. [redacted] was advised of the rebuttal letter process to reopen the dispute. On March 7, 2016, [redacted] faxed her rebuttal letter to the disputes department. On April 14, 2016, [redacted] rebuttal letter was denied due to no additional info was provided to overturn the previous decision. We have attached the rebuttal denial as [redacted] states she did not receive the original one that was physically mailed. We encourage [redacted] to work with the merchants directly to resolve any issues regarding products or services rendered. RushCard has determined that the transaction was completed as requested.We appreciate [redacted] feedback. Our goal is to provide financial convenience and security supported by reliable customer service. Regards, Corporate Customer Service
July 2, 2015 VIA ONLINE SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio 45202 Re:Case # [redacted]Consumer: [redacted]...
To Whom It May Concern: This letter is in response to the attached complaint, Case No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] Hunter, on July 2, 2015. UniRush, LLC d/b/a RushCard takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. Brittanica Hunter’s complaint states that she has not received her funds from an error allegation dispute she filed on June 5, 2015 in the amount of $175.00. On June 5, 2015 [redacted] filed an error allegation dispute regarding a $175.00 charge on her account. On June 29, 2015, the RushCard dispute team received a signed error allegation dispute form from [redacted] Hunter. The dispute process can take up to 45 days to investigate the claim and as of now there are no updates regarding the outcome of the dispute. A Corporate Customer Service Specialist contacted [redacted] and advised her of the status of the investigation. Once the claim is final, [redacted] will receive a letter in the mail regarding the outcome of the dispute. We appreciate [redacted] feedback and understand the inconvenience disputes can cause. We are dedicated to our customer’s security and will provide notification when available. Tyree T.Corporate Customer Service
I,m not sure what you want from me. I want my money back that taken from me while I was at work in [redacted],**. Rushcad has refused to give it back. They can't tell mewho took my money or refuse to haven't sent me anything but a letter saying they find no error in the...
transactions.
December 11, 2017VIA ONLINE SUBMISSION:Revdex.com® 1 E. 4th Ste. 600Cincinnati Ohio 45202 Re: Complaint ID: [redacted] Consumer: [redacted] Complaint Date December 4, 2017 To Whom It May Concern:This letter is in response to the consumer complaint referenced...
above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.[redacted] complaint states that her card was deactivated, and her funds were blocked. [redacted] also states she wanted a replacement card due to her current card expiring. [redacted] would like her card expedited and a review of her complaint. On December 4, 2017 RushCard records indicate that [redacted] contacted customer service and requested a replacement card due to her card being expired. Our records further indicate that [redacted] replacement card was issued as lost. This resulted in [redacted] not having access to her funds until the replacement card is received. On December 6, 2017 a replacement card was processed for [redacted] and was expedited free of charge. On December 11, 2017 a RushCard Resolution Specialist attempted to call [redacted] to advise of the following information. We appreciate [redacted] feedback and sincerely apologize for the inconvenience. Our goal is to provide financial convenience supported by reliable customer service. Regards, Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The amount of $340.00 was deducted from my account. Once I transferred the money over from my "Rush Goals" goals account it was then added to my balance. I have the print of the transfer and the amount that was to be in my account once I transferred the $340.00. I would be more then happy to send it to whomever might need it for proof so that I am able to get my money back. When I called and spoke to a representative, who looked into my account, he stated the money would be released back into my account the next day by 6:30am. I then called once it was not in there and tried to speak with other representatives who could not help me or log into my account because of the "system upgrade," and now the transaction is no longer in my account activity online, but again I do have a print out of it. So again I do not accept this response until something is done.
Regards,
[redacted]
June 8, 2015 VIA ONLINE
SUBMISSION:Revdex.com® 7 W Seventh St Suite 1600Cincinnati Ohio...
45202 Re: Complaint # [redacted] Consumer:
[redacted] To Whom It May Concern: This letter is in response to the attached complaint,
Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted] on May 29, 2015. UniRush, LLC d/b/a RushCard takes customer
complaints seriously and strives to provide quality customer service while
dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard held a funds from a
canceled transaction for nine days. [redacted] stated that she was
advised by the merchant that the hold will be released sooner than the
expiration date of May 30, 2015. On May 20, 2015 [redacted] RushCard received an
authorization hold for [redacted] in the amount of $256.18. On May
21, 2015 RushCard Customer Service received a call from [redacted] stating
that she canceled the transaction. [redacted] was instructed by RushCard Customer
Service that a letter from the merchant will need to be submitted in order to
release the hold before the expiration date of May 30, 2015. A letter from the
merchant was never submitted to RushCard in order to release the hold.
Additionally, on May 30, 2015 received her refund in the amount of $256.18. We appreciate [redacted]
feedback and sincerely
apologize for the inconvenience this matter has caused. [redacted]
Corporate Customer Service
October 26,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 19, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 2, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
Complaint number: [redacted] Complaint date: October 28, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
In [redacted] complaint, she states she received her tax return in January, on March 2nd there were three unauthorized transactions in the amount of $ 2,467.00. she sates she called RushCard to report, and was told she will get provisional credit by March 30th; then two days later her dispute was denied and her account is closed. RushCard records indicate on March 02 , 2017, [redacted] contacted RushCard to file an unauthorized dispute on three PIN-based transactions totaling $2,467.38. On March 15, 2017, [redacted] claim was denied based on information she provided when she submitted her dispute from. Specifically, the disputes team that conducted the investigation relied on the fact that her card was in her possession at the time of the transactions, her PIN was memorized and not shared with anybody, and there were no PIN changes or failed PIN attempts when the card was used. Based on the above, the Disputes Team concluded that the transactions were, in fact, authorized.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
My employer has tried to remedy this negative balance and has had little help or direction on the Rushcard side to do so. I sent the following information via email to [email protected] since they didn't seem to get why my employer was not able to send them payment for my negative balance (see attached)I tried to reach out to Rushcard again to see if they could conference call my employer and talk to them about this directly as there seems to be a miscommunication between these two parties. We are now in holiday season so I fear this cannot get resolved until a rep from Rushcard speaks to my employers accounting team and gives them direction on a one time deposit
Regards,
[redacted]
October 23,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
March 16, 2016 VIA ONLINE SUBMISSION: Revdex.com® 7 W Seventh St Suite 1600 Cincinnati Ohio 45202 Re: Complaint # [redacted] Consumer: [redacted] To Whom It May Concern: This letter is in response to the attached complaint, Complaint No. [redacted], which the Revdex.com® (“Revdex.com”) received from [redacted], on March 1, 2016. UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. [redacted] complaint states that she was charged for a monthly fee on her RushCard account. [redacted] also stated that she should be refunded $5.95. Per the previous response, After the Free Fee Holiday ending on February 29, 2016, [redacted] RushCard account was charged $0.62 for a partial monthly fee. [redacted] contacted RushCard Customer Service and was advised the fees are working effectively but as a courtesy the partial monthly fee was credited back to [redacted] RushCard account. On March 1, 2016, [redacted] requested to close her RushCard account. On March 7, 2016, A RushCard Customer Service Specialist attempted to contact [redacted] to advise a $5.95 fee was not deducted from her account but as a courtesy we have issued a $5.95 credit via bill payment to the address on the account. Attached to the complaint response is a screenshot of fees that were charged to [redacted] account. We appreciate [redacted] feedback. Our goal is to provide financial convenience supported by reliable customer service. RushCard Corporate Customer Service
October 21,
2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 14, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, 2015 and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
[redacted], and have determined that this does not resolve my complaint. 1. I did not make a ATM withdrawal of $825.00 on 8/31/2016 at [redacted] Savings Bank (if I did I would like to see ATM withdrawal code and fees they charged me for that date)
2. I have been in constant contact with [redacted] Savings Bank (Phyliss T. and she had repeatedly said they only dispense $20 incriminates at there ATM.3. How can I take $825 out of my account when I only had $5.66 in my account when they allowed the 2nd transaction to go through?(Impossible through a ATM transaction)4.Rushcard cancelled my card without any notification with $566.75 on December 19,2016. Did not receive my check from Rushcatd for $566.75 until after Christmas. 5. Rushcard owes me a total of $1475, this has caused me a big amount of financial difficulties.
Regards,
[redacted]
June 7, 2016 VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 Re: Consumer: [redacted] Complaint...
number: Revdex.com [redacted] Complaint date: June 3, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # [redacted] referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. [redacted] complaint contends that RushCard stopped payment on check for funds sent from her son’s (Melvin Davis) RushCard account. [redacted] also stated that she sent in all the documents requested and she would just like access to the funds. On January 19, 2016, a letter was received requesting that power of attorney be given to ([redacted]). On February 26, 2016 a check was sent inadvertently, and a stop payment was placed on the check on February 29, 2016. On April 27, 2016, all the required documents were received. The documents were reviewed on June 7, 2016, and a check was reissued to the address on file. Please allow 5-7 business days for receipt of the check. We appreciate [redacted] feedback. Regards, RushCard Corporate Customer Service
Revdex.com:Thank you for expediting the resolve in this situation. I am confident that without your assistance, my money would still be in the hands of UniRush, as it has been for almost the past 4 weeks.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, this experience has demonstrated the lack of professionalism on behalf of this company. I will not continue to use their services. They have cost me a tremendous amount of wasted time and money in trying to resolve this issue. I do not recommend this company or support their practices.
Regards,
[redacted] [redacted]
Tell us why here...November 12, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted] Complaint number: [redacted] Complaint date: October 22, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. Per response, RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these proble[redacted] At this time, our system is up and running
and [redacted] has access to her funds and account information. We are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, 2015 and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.On
October 25, 2015, [redacted] filed an unauthorized transaction dispute regarding
a $300.01 charge on her RushCard account. On October 26, 2015, the RushCard dispute team
received a signed unauthorized transaction dispute form from [redacted]. Per RushCard Cardholder Agreement, the
dispute process can take up to 45 to 90 days to investigate. On November 4, 2015 the unauthorized transaction
dispute was found in [redacted] favor and a final letter was sent out regarding
the outcome of the investigation.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
November 3, 2015VIA ONLINE SUBMISSION:RevDex.com 7 W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: [redacted]...
[redacted] Complaint number: [redacted] Complaint date: October 29, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. [redacted]
[redacted] complaint contends that she was unable to get in contact with RushCard
customer service. [redacted] also would like to be refunded for a $245.80
transaction that was made on her RushCard account. RushCard
experienced a significant service interruption on Monday, October 12, 2015 related
to our processor conversion. We increased the number of incoming trunk lines to
the maximum supported by the telecom equipment, but still experienced longer
than usual wait times and some callers were unable to get through. On October
10, 2015, a transaction for $245.80 from [redacted] was processed on [redacted] RushCard account. On October 12, 2015, the transaction settled on
the account. [redacted] will need to contact the merchant to receive a
refund. If [redacted] is unable to resolve the issue with the merchant, she
can file a dispute regarding the transaction.We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversion. Our goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service